Service Desk Analysts, Act, 6 Months

2 weeks ago

Canberra, Australia Infopeople Full time

Service Desk Analysts
- ACT
- 6 Months

**Key Responsibilities**:

- Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
- Provide consistent, professional and timely support and guidance to staff on program and IT areas.
- Provide on-call support after hours on a rostered basis.
- Determine software and hardware requirements to provide solutions to problems.
- Install and configure software and hardware, and repair and replace peripheral equipment.
- Ensure all service support knowledgebase and artefacts, and policies and procedures are followed at all times to ensure consistency and compliance of service.
- Assist in the development and updating of knowledgebase articles, and standard operating processes and procedures.
- Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
- Conduct administration, scrip, and access management tasks where required.
- Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the organisation and service delivery improvement.
- Conduct investigations for troubleshooting, research and analysis to obtain evidence based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.

**Essential Criteria**
- Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.
- Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
- Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

**Desirable Criteria**
- Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.
- Ability to gain an understanding of Australian electoral law and practice.

**If this sounds like you**:
**Infopeople - Josie Bandiola**

3559402

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